Technical Support EngineerDataCert

THIS JOB HAS EXPIRED

Description

Datacert is a global technology innovator and the premier provider of enterprise legal management software and services that empower corporate legal, compliance, and risk departments and claims organizations to operate more efficiently, support changing business needs and global workforces, and collaborate with external service providers. Datacert's offerings include its patent-pending technology platform, Passport, solutions to manage legal matters, mitigate risk, and control legal and claims spend, as well as innovative business intelligence offerings for organizations that require advanced legal decision support. Datacert solutions are used by Fortune 500 and Fortune Global 500 corporations, 100 percent of the AmLaw 200, and thousands of legal suppliers around the world. Headquartered in Houston, Texas with offices throughout North America, EMEA, and APAC, Datacert has law firm, vendor, and agent connections in more than 150 countries.

POSITION SUMMARY

The Technical Support Engineer is responsible for providing level II technical support for Datacert products. This may involve research, analysis, data and requirements gathering, documenting proposed solutions, solution verification/validation, and other tasks as necessary to resolve client issues. This individual is expected to develop a deep technical understanding of Datacert technologies, and will frequently work with underlying data at the database level.

DUTIES AND RESPONSIBILITIES

Essential Functions:

Work directly with clients (internal and external) to resolve issues with the Company?s proprietary software products and services
Recreate and verify reported issues on client VM environments
Analyze product design and implementations to identify and submit defects or change orders
Devise client workarounds/temporary solutions as necessary
Translate and clearly communicate all detailed business/functional requirements to integration developers and offshore development teams
Test deliverables to ensure resolution meets customer requirements and quality standards
Review/validate deliverables from development team/QA resources against requirements using test results provided by QA resources and provide proactive feedback
Record and manage casework in case management system
Coordinate activities with internal and external stakeholders, including offshore teams, using exemplary written and oral communication
Plan and write detailed Use Case scenarios
Work with developers to identify and resolve more complicated problems
Document and provide feedback and enhancement requests from clients to Product Management
Additional Responsibilities:

Consult with clients to define, recommend, and document appropriate product and solution requirements
Act as the primary client advocate and problem solver
Maintain knowledge of best practices in corporate legal environments
Assist in the identification and definition of new product opportunities and enhancements
Route casework or issues as necessary to other support representatives
Codify frequent issues into documented or scripted processes
Create knowledgebase articles, technical notes and how-to documents
Other duties and projects as assigned by management
REQUIREMENTS AND QUALIFICATIONS

Education, Licenses and Certifications:

Bachelor?s degree, preferably in MIS, Computer Science or a related field
Technical or Support service certifications a plus
Experience:

Knowledge of Corporate Legal Departments
Familiarity with server-side web scripting skills in ASP.NET, JSP, ASP Classic, CF, etc.
Familiarity with object-oriented concepts and best practices
Familiarity with managing and configuring IIS
Understanding of Internet protocols and security, basic hardware, and connectivity
Strong experience with SQL databases and database management practices
Able to work well under pressure and time constraints
An aptitude for excellent customer service with a focus on total quality management
Excellent written, verbal, and interpersonal communication skills
Strong analytical, trouble-shooting and detail-oriented skills
Ability to handle multiple projects simultaneously
Must be able to work with minimal supervision
ADDITIONAL REQUIREMENTS OR INFORMATION

Additional work hours may at times be required
Participation in after-hours on-call rotation may be required

-Nothing in this job description restricts management?s rights to assign or re-assign duties and responsibilities to this job at any time.

Datacert is an Equal Opportunity and Affirmative Action employer. It provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, national origin, age, religion, disability, or any other legally protected status and takes affirmative action to recruit, employ, train, and promote qualified minorities, women, covered veterans, and individuals with disabilities.